Create an incident template

Create an example template to use in the Incident form.

Before you begin

Role required: admin

About this task

In this example, create a template to log an incident when a user is denied access to the Bond Trading application.

Procedure

  1. Navigate to System Definition > Templates.
  2. Complete the steps in Create a template using the Template form .
  3. Enter the following information.
    • Name: Bond Trading Access Denied
    • Table: Incident
    • Global: Select the check box. The Global option allows any user to use the template, not just the template creator.
    • Short Description: Bond Trading Access Denied
    • Template: Add the following values to define the fields that are filled in when the template is used.
      • [Category] [Inquiry / Help]
      • [Configuration Item] [Bond Trading]
      • [Description] [The user was denied access to the Bond Trading application]
      • [Impact] [2 - Medium]
      • [Urgency] [3 - Low]
    Figure 1. Incident Template
  4. Click Submit.